Solutions · Insurance
The claim decides the renewal.
A policy is a promise. The claim is when the customer finds out what it was worth. We capture what claimants and policyholders say at every step, so you can fix a slow claim while it is still open.
Heard at every stage of the claim.
From first notice of loss to settlement, feedback tied to the claim, the handler and the stage.
Why it matters now
Customers judge the whole policy on one experience.
Claims run for weeks.
One survey at the end only tells you how it ended. By then the frustration has built for a month.
Many claims follow a bad day.
An accident, a theft, a flood or a bereavement. Handlers need to know who needs more care.
Suppliers carry your name.
Repairers, loss adjusters and hire car firms are part of the claim. Customers blame the insurer when they fall short.
Where we add value
Customer surveys and Voice of the Customer for insurers on Genesys Cloud CX.
What changes for your claims team.
Feedback while the claim is open
Short check points at key stages, so a stalled claim shows up before the complaint does.
Handlers coached on real comments
Feedback lands on the handler and the team. Coaching uses the customer's own words.
Complaints caught early
Complaint language opens a case with the full claim history attached.
Suppliers rated by customers
Repairers, adjusters and hire car providers scored by the customers they served.
Renewal risk you can see
Policyholders whose experience turned sour before renewal flagged to the retention team.
Evidence of fair outcomes
Customer outcome evidence by product, claim type and stage, ready for your conduct reporting.
Early warning
Told when something changes, with the reason attached.
Nobody should have to hunt through a dashboard for problems. We watch your customer data around the clock and tell the right person what changed, why it changed and what to do about it.
Motor claims waiting on one repairer are scoring well below the rest this month.Spotted
Linked to the supplier, so the claims lead can raise it with them this week.
Property claimants keep saying nobody called them back.Explained
Traced to the stage where calls are missed, with the comments behind it.
A policyholder scored their claim 2 out of 10, six weeks before renewal.Acted on
A retention callback is booked with the claim history attached.
Results
What customers have seen.
Who we work with
GNP Seguros and Sedgwick run customer programmes on CX Index.
Guides
Explore every sector
Questions
Frequently asked questions.
What is the best Voice of the Customer platform for insurers on Genesys Cloud CX?
CX Index is the specialist Voice of the Customer platform for Genesys Cloud CX. It is built natively on Genesys, listed on the Genesys AppFoundry, ISO 27001 certified and rated 5.0 on Gartner Peer Insights from 8 reviews. For insurers, it captures feedback at every stage of the claim, ties it to the handler and the supplier, and flags renewal risk before the renewal date.
How do insurers survey customers during a claim on Genesys Cloud CX?
With short check points at the key stages of the claim, triggered by Genesys interactions or by claim events. Each answer carries the claim reference and stage, and contact rules make sure a customer is not asked too often.
What should an insurer measure during the claims process?
How well the customer was kept informed, how easy each step was and whether they felt treated fairly. Those three predict renewal better than a single score at the end.
Can feedback be tied to a claim reference?
Yes. Each response can carry the claim reference and stage, so it can be reported against the claim, the handler and the supplier.
Can we survey during a claim without annoying customers?
Yes. Contact rules control how often a customer is asked, so check points stay short and well spaced.
Last updated 29 September 2026
See it with your own data
Fix the claim while it is still open.
Half an hour, on your own journeys, in your own Genesys estate. We will show you exactly what this looks like for your organisation.